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Portfolio Jobs

Looking for your next role? Take a look at these exciting jobs at Sapphire Ventures’ portfolio companies. Our Talent team is passionate about connecting you to your dream job!

Technical Support Manager

Alation

Alation

IT, Customer Service
Chile
Posted on Tuesday, June 18, 2024

Big Data isn’t a problem. It’s an opportunity.

At Alation, we help people find, understand, and trust data. So they not only excel in their work — they drive value for their enterprise, team, and role. In the words of one customer, “Alation makes me look like a rockstar.”

We help companies you know and trust empower their people with the best data every day. Alation helps Discover Financial Services quickly generate value from their data to create the product and customer service innovations that help the iconic credit card company remain number one in customer satisfaction. And real estate giant Keller Williams uses Alation to govern the more than 70 TB of data that empowers their global team of over 190,000 agents.

With $340M in funding – valued at over $1.7 billion and 550+ customers, including 35% of Fortune 100 companies- Alation is poised to capitalize on data as an opportunity. Headquartered in Silicon Valley, Alation was named to Inc. Magazine’s Best Workplaces list for the fourth time. Do you want to join a team that welcomes new ideas, supports your growth, and recognizes your unique value?

Join us!

Job Description:

Alation is looking for an experienced Manager to lead and run the day-to-day operations of a team of Technical Support Engineers. As Technical Support Manager, you will be responsible for directly monitoring, reporting, and driving improvements to team-level metrics and KPIs, acting as an internal technical subject matter expert, and optimizing and developing support processes and tools. Your work will be cross-functional and will involve working with product management, engineering, sales, customer success, and marketing. Experience in a technical support role, proven analytical skills, and strong communication skills are a must. You should be comfortable acting as an escalation point with customers and internal teams and be able to efficiently manage multiple projects, objectives, and deadlines through to completion. Given our rapid growth, the evolution of our ability to support our varying set of constituents at scale is a key company initiative.

Responsibilities:

  • Directly manage a team of Technical Support Engineers, guiding and prioritizing their work and ensuring the team has the appropriate tools and training to provide world-class support.

  • Handle support escalations and assist with troubleshooting and triaging incidents.

  • Manage and update the technical knowledge base.

  • Ensure incoming chats, emails, tickets, and calls are handled with the highest level of quality and efficiency.

  • Improve tools and processes to enable us to deliver support at scale

  • Develop and execute action plans that contribute to the team’s and company’s OKRs

  • Foster an environment of inclusion and diversity, reinforcing Alation core values and culture.

Desired Qualification and Skills:

  • 10+ years of enterprise software support experience, with a minimum of 3 years in a Technical Leadership role

  • Prior experience building, leading, and scaling a high-performance, cohesive technical support operation and leading teams of 8-10 people in a managerial role

  • Bachelor’s degree or equivalent experience in Computer Science or Information Technologies

  • Strong written and verbal skills and the ability to communicate effectively with customers in English

  • Exceptional analytical, strategic, and problem-solving skills

  • System integration, Linux troubleshooting, and SQL experience are required

  • Understanding of application components and functionality, i.e., relational databases, NoSQL databases, web servers

  • Experience with SaaS, data management/BI products

  • Experience in Red Hat, Centos, and Ubuntu operating systems a plus

  • Experience with Python and Java is nice to have

#LI-RB1

Alation, Inc. is an Equal Employment Opportunity employer. All qualified applicants will receive consideration for employment without regards to that individual’s race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender identity, age, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

The Company will strive to provide reasonable accommodations to permit qualified applicants who have a need for an accommodation to participate in the hiring process (e.g., accommodations for a job interview) if so requested.

This company participates in E-Verify. Click on any of the links below to view or print the full poster. E-Verify and Right to Work.